AQL Help Desk
AQL Help Desk is a centralized ticket management application designed to streamline issue tracking, service request handling, and support operations within an organization. Built using Microsoft Power Platform (Power Apps, Power Automate, and Dataverse), the application enables users to create, track, and resolve tickets efficiently while ensuring proper categorization, SLA adherence, and automated notifications.
The system enhances collaboration between departments, improves response times, and provides visibility into ticket status through dashboards and reporting features.
User Roles
User
- Creates and tracks tickets, views status, and interacts with support teams
Department Member
- Handles and resolves tickets assigned to their department
Administrator
- Manages configuration, master data, users, SLA, and system settings
Features for the AQL Help Desk App
Ticket Management
- Users can create new tickets with subject, description, category, and priority
- Supports ticket lifecycle management (New → In Progress → Resolved)
- Allows editing and updating ticket details
- Enables attachment uploads for better issue description
Dashboard & Monitoring
- Provides centralized dashboard with ticket summaries
- Displays Open, In Progress, Resolved, and Critical tickets
- Enables quick filtering and search by Ticket ID or Category
- Supports date-based and assignee-based filtering
My Tickets
- Displays all tickets created by the logged-in user
- Allows users to track status and updates
- Provides quick access to view and edit ticket details
Ticket Assignment & Workflow
- Tickets can be assigned to department members
- Supports bulk actions like assign, merge, and delete
- Automatically routes tickets based on category and department
- Enables status updates and tracking
Child Ticket Management
- Users can create child tickets from a parent ticket
- Supports ticket splitting for complex issues
- Allows merging duplicate tickets
- Displays all related (child, split, merged) tickets in one place
Department Management
- Departments represent functional teams handling tickets
- Creating a department automatically creates a corresponding team
- Users can manage team members within each department
- Supports adding and removing users from departments
Master Data Configuration
- Manage Categories and Sub-Categories for ticket classification
- Configure Priorities with SLA mappings
- Maintain Status values for ticket lifecycle
- Manage Email Templates for notifications
SLA Management
- Define Response Time and Resolution Time
- Associate SLA with ticket priority
- Supports business hours-based or 24/7 SLA tracking
- Help monitor performance and compliance
Notifications & Email Integration
- Send notifications on ticket creation, assignment, and status updates
- Uses configurable email templates
- Improves communication between users and support teams
Knowledge Base
- Provides self-service help articles
- Displays suggestions during ticket creation (“Before You Submit”)
- Helps reduce duplicate tickets
- Improves resolution efficiency
Security & Access Control
- Role-based access (Admin, User, Department Member)
- Controlled access to configuration and data
- Ensures secure and governed application usage
Data Export & Reporting
- Export ticket data for reporting (Excel)
- Provides visibility into ticket trends and performance
- Supports audit and tracking requirements
